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Complaints Procedure

Complaints Procedure

Autorama Group Complaints Procedure

We have an industry leading reputation for our excellent customer service which means we very rarely need to adopt a complaints procedure. However, we still think it's vital to have one in place to ensure our customers have complete peace of mind. It's always our intention to resolve any issues quickly & at the point of initial concern. However, we understand that there may be instances where a complaint requires escalation, in which case the following procedure will be implemented:

In the event of an unresolved service or quality issue with Autorama UK Ltd, please email [email protected] If the issue cannot be resolved satisfactorily the Customer Service Team Leader will become involved. All details will be recorded & filed, & we will adopt the following steps in conflict resolution:

Discovery

We will identify the problem.

We will get the perspective of all parties involved (customer, finance company, salesperson or any other third party that may be involved).

Evaluation

We will identify options that will satisfy the customer's needs.

We will determine the most appropriate & fair option.

Action

We will implement a resolution.

We will notify all parties of the action taken.

We will identify steps to assure that this conflict will not recur.

We will implement appropriate actions.

Review

We will review what action steps were taken to resolve conflict with customer.

We will act with the customer, to ensure their satisfaction with the outcome.

We will encourage communication to ensure that all channels are open for further feedback on the process taken & the outcome determined. We will apply the following protocol:

  • The customer will notify the Autorama Group Customer Service Team that a concern exists.

  • If unable to be resolved at this point, the Customer Service Team will notify the Customer Service Team Leader of the concern & the matter will be researched.

  • The Customer Service Team Leader will contact the individual involved directly in the sale within two business days. They will then either provide the customer with a resolution at that time or explain why more time is needed to identify the best possible solution.

  • If the customer is not satisfied with the proposed resolution the issue will be escalated.

In summary, we feel we can confidently provide a service of the highest quality across all aspects of vehicle leasing.

We are BVRLA members & operate within their published code of conduct. If you have any complaints regarding the lease of your car, you are entitled to take your complaint directly to the BVRLA. Their contact details are as follows:

By telephone: 01494 434747

By facsimile: 01494 434499

By email: [email protected]

By post: River Lodge, Badminton Court, Amersham, Bucks HP7 0DD

As we are regulated by the Financial Conduct Authority we also have a duty to operate & provide services within the rules determined by them. If you have any complaints regarding the financial aspect of the lease & you are dissatisfied with our response, you may be eligible to refer your complaint to the Financial Ombudsman Service, quoting reference number 308213.

Their contact details are as follows:

Financial Ombudsman Services

South Quay Plaza

183, Marsh Wall

London

E14 9SR

Tel: 0300 1239 123

Email: [email protected]

In order to comply with legislation introduced on the 1st January 2007 we are obliged to provide the following information:

Company Name: Autorama UK Limited

Registered office: 30/31 Mark Road, Hemel Hempstead, Hertfordshire, HP2 7BW

Registration number: 5137709 (Registered in England)

Contact email: [email protected]

VAT number: 842814720